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3.Make sure the test patterns show a complete grid and the thick color lines are
complete.
• If more than a few lines in a pattern are broken, this might indicate a problem
with the nozzles. You might need to clean the print cartridges.
• If the black line is missing, faded, streaked, or shows lines, this might indicate a problem with the black or photo print cartridge in the right slot.
• If any of the color lines are missing, faded, streaked, or show lines, this might indicate a problem with the tri-color print cartridge in the left slot.
More information about using a USB hub
• Verify that the USB hub is a powered hub and the power adapter is plugged in.
Some powered hubs do not include the power adapter as a standard item.
• The hub must be plugged into a power source.
• Some hubs cannot handle more than four full-power USB devices. You can
connect a maximum of fi ve hubs to the system.
• If the product has trouble with a hub when the hubs are connected together, or
there are more than four devices on the hub, connect the product to the hub that
is directly connected to the computer (unless there are known issues).
Cause: There was a compatibilit y issue with USB chipsets installed on the
computer.
If this did not solve the issue, try the next solution.
Solution 12: Uninstall and then reinstall the software
Solution: Uninstall the software completely, and then reinstall it.
To uninstall the software and reset the product
1. Disconnect and reset the product.
To disconnect and reset the product
a. Make sure the product is turned on.
b . Press the On button to turn off the product.
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c. Disconnect the power cord from the back of the product.
d . Reconnect the power cord to the back of the product.
e . Press the On button to turn on the product.
2. Uninstall the soft ware completely.
NOTE:It is important that you follow the uninstall procedure carefully to
ensure you have removed the software completely from the computer, before
reinstalling it.
To uninstall the  software completely
a . On the Windows taskbar, click  Start, Settings , Control Panel , (or just
Control Panel ).
b . Double-click  Add/Remove Programs  (or click Uninstall a program ).
c . Remove all the items that are related to the HP Photosmart Software.
CAUTION: If the computer is manufactured by HP or Compaq,  do not
remove any applications other than those listed below.
• HP Imaging device functions
• HP Document Viewer
• HP Photosmart Essential
• HP Image Zone
• HP Photo and imaging gallery
• HP Photosmart, Officejet, Deskjet (with the product name and software version number)
• HP Software update
• HP Share to Web
• HP Solution Center
•HP Director
• HP Memories Disk Greeting Card Creator 32
d .Go to  C:\Program Files\HP  or C:\Program Files\Hewlett-
Packard  (for some older products) and delete the  Digital Imaging
folder.
e .Go to  C:\WINDOWS  and rename the  twain_32 folder to twain_32 old .
3. Turn off programs that run in the background.
NOTE: When the computer is turned on, a software group called the
Terminate and Stay Resident (TSR) programs automatically loads. These
programs activate some of the computer utilities, such as the anti-virus
software, but are not required for the computer to function. Occasionally,
TSRs prevent the HP software from loading so that it does not install properly.
In Windows Vista and Windows XP, use the MSCONFIG utility to prevent TSR
programs and services from starting up.
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To turn off programs that run in the background
a. On the Windows taskbar, click  Start.
b . Depending on your operating syst em, do one of the following:
• In Windows Vista: In  Start Search, type MSCONFIG , and then press
Enter .
When the User Account Control dialog box appears, click  Continue.
• In Windows XP: Click  Run. When the  Run dialog box appears, type
MSCONFIG , and then press  Enter.
The  MSCONFIG  utility application appears.
c . Click the  General tab.
d . Click  Selective Startup .
e . If there is a check mark next to  Load Startup Items, click the check mark to
remove it.
f . Click the  Services tab, and select the  Hide All Microsoft Services  box.
g . Click  Disable all .
h . Click  Apply, and then click  Close.
NOTE: If you receive a message stating  Access is denied while making
changes, click  OK and continue. The message will not prevent you from
making the changes.
i . Click  Restart to apply the changes to the computer during the next restart.
After the computer  restarts, the You’ve used system configuration utility
to make changes to the way windows starts  message appears.
j . Click the check box next to  Do not show this message again .
4. Run the  Disk Cleanup  utility to delete temporary files and folders.
To run the Disk Cleanup utility
a . On the Windows taskbar, click  Start, click  Programs  or All Programs , and
then click  Accessories .
b . Click  System Tools , and then click  Disk Cleanup.
The  Disk Cleanup  analyzes the hard drive and then presents a report with a
list of components to delete.
c . Select the appropriate check boxes to remove the unnecessary components.
More information about the Disk Cleanup utility
The Disk Cleanup utility frees hard disk space on your computer by doing the
following:
• Deleting temporary Internet files
• Deleting downloaded program files
• Emptying the Recycle Bin
• Deleting files from your temporary folder
• Deleting files created by other Windows tools
• Removing optional Windows components that you do not use
d . After selecting the comp onents to remove, click OK.
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5.Install the software.
To install the software
a. Insert software CD into the CD-ROM drive of the computer.
The software installation will start automatically.
NOTE: If the installation does not run automatically, from the Windows
Start  menu, click  Start Search  (or Run ). In the  Start Search  (or Run
dialog box), type  d:\setup.exe, and then press Enter. (If your CD-ROM
drive is not assigned to drive letter D, enter the appropriate drive letter.)
b . Follow the prompts on the computer screen to install the software.
6. Try using the product again.
Cause: The software needed to be completely uninstalled and reinstalled.
Unable to print
Try the following solutions to resolve the issue. Solutions are listed in order, with the most
likely solution first. If the first solution does not solve the problem, continue trying the
remaining solutions until the issue is resolved.
•
Solution 1: Print a test page
•
Solution 2: Clear the print queue
•
Solution 3: Disconnect and reconnect the USB cable
•
Solution 4: Verify that the product is set as the default printer
•
Solution 5: Check if the printer is paused or offline
•
Solution 6: Clear the print queue manually
•
Solution 7: Stop and restart the print spooler
•
Solution 8: Verify whether the software application has a problem
Solution 1: Print a test page Solution: Print a test page to see if the product can print and is communicating with
the computer.
To print a test page
1. Depending upon your operating system, do one of the following:
• W i n d o w s  V i s t a :  O n  t he Windows taskbar, click  Start, click  Control Panel , and
then click  Printers.
• Windows XP: On the Windows taskbar, click  Start, click  Control Panel , and
then click  Printers and Faxes .
2. Right-click the icon for your product, and then click  Properties.
3. On the  General tab , click Print Test Page .
The product should print a test page.
If the test page fails to print, make sure you set up the product properly. See the Start
Here guide that came with the product for information about setting it up.
Cause: The product was not set up properly.
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If this did not solve the issue, try the next solution.
Solution 2: Clear the print queueSolution: Restart your computer to clear the print queue.
To clear the print queue
1. Restart your computer.
2. After the computer has restarted, check the print queue.
a. Depending upon your  operating system, do one of the following:
• Windows Vista: On the  Windows taskbar, click Start, click  Control
Panel , and then click  Printers.
• Windows XP: On the  Windows taskbar, click Start, click  Control Panel ,
and then click  Printers and Faxes .
b . Double-click the icon for your product to open the print queue.
If there are no print jobs pending, the issue might have been resolved.
3. Try to print again.
Cause: The computer needed to be restarted to clear the print queue.
If this did not solve the issue, try the next solution.
Solution 3: Disconnect and reconnect the USB cable
Solution: Disconnect the USB cable from the computer and product, and then
reconnect it.
To disconnect and reconnect the USB cable
1. Disconnect the USB cable from the product.
2. Disconnect the USB cable from the computer.
3. Leave the USB cable disconnected for 5-6 seconds.
4. Reconnect the USB cable to the product and the computer.
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After reconnecting the USB cable, the product should start printing the jobs in
queue.
NOTE:If you are connecting the product through a USB hub, make sure the
hub is turned on. If the hub is on, try connecting directly to your computer.
5. If the product does not start printing  automatically, start another print job.
Cause: The USB cable needed to be disconnected.
If this did not solve the issue, try the next solution.
Solution 4: Verify th at the product is set  as the default printer
Solution: Check to make sure the product is set as the default printer and it is using
the correct printer driver.
To verify that the product is  set as the default printer
1. Depending upon your operating system, do one of the following:
• W i n d o w s  V i s t a :  O n  t he Windows taskbar, click  Start, click  Control Panel , and
then click  Printers.
• Windows XP: On the Windows taskbar, click  Start, click  Control Panel , and
then click  Printers and Faxes .
2. Make sure the correct product is set as the default printer.
The default printer has a check mark in a black circle next to it.
3. If the wrong product is set as the default printer, right-click the correct product and
select  Set as Default .
To verify the print driver
1. Depending upon your operating system, do one of the following:
• W i n d o w s  V i s t a :  O n  t he Windows taskbar, click  Start, click  Control Panel , and
then click  Printers.
• Windows XP: On the Windows taskbar, click  Start, click  Control Panel , and
then click  Printers and Faxes .
2. Right-click the icon next to the product, and select  Properties.
3. Click the  Ports tab to verify that the product is using the correct port.
The port that the product is using is highlighted and has a check mark next to it.
The product should be set to use a DOT4 or the USB00X (where X is replaced
by a number) port.
4. If the product is using the wrong port, click the correct port to select it.
The port that the product is now using is highlighted and has a check mark next
to it.
5. Click the  Advanced  tab.
6. Check the driver listed in the  Driver drop-down menu to verify that the product is
using the correct driver.
The name of your product should be listed as the driver.
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7.If the wrong driver is selected, select the correct driver from the  Driver drop-down
menu.
8. Click  OK to save your changes.
Cause: The product was not be set as the default  printer, or the wrong driver might
have been configured.
If this did not solve the issue, try the next solution.
Solution 5: Check if the printer is paused or offline
Solution: Check to make sure the product is not paused or offline.
To check if the printer is paused or offline
1. Depending upon y our operating system, do  one of the following:
• Windows Vista: On the  Windows taskbar, click Start, click  Control Panel , and
then click  Printers.
• Windows XP: On the Windows taskbar, click  Start, click  Control Panel , and
then click  Printers and Faxes .
2. Double-click the icon for your product to open the print queue.
3. On the  Printer menu, make sure there are no check marks next to  Pause
Printing  or Use Printer Offline .
On the  Printer menu, make sure there are no check marks next to  Pause
Printing  or Use Printer Offline . If a check mark is present on either option, click
the menu option to remove it. If the menu has the  Use Printer Online option,
select that option to put  a check mark next to it.
4. If you made any changes, try to print again.
Cause: The product was paused or offline.
If this did not solve the issue, try the next solution.
Solution 6: Clear the print queue manually Solution: Manually clear the print queue.
To clear the print queue manually
1. Depending upon y our operating system, do  one of the following:
• Windows Vista: On the  Windows taskbar, click Start, click  Control Panel , and
then click  Printers.
• Windows XP: On the Windows taskbar, click  Start, click  Control Panel , and
then click  Printers and Faxes .
2. Double-click the icon for your product to open the print queue.
3. On the  Printer menu, click  Cancel all documents  or Purge Print Document ,
and then click  Yes to confirm.
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4.If there are still documents in the queue, restart the computer and try printing
again after the computer has restarted.
5. Check the print queue again to make sure it is clear, and then try to print again.
If the print queue is not clear, or if it is cl ear but jobs are still failing to print, proceed
to the next solution.
Cause: The print queue needed to be manually cleared.
If this did not solve the issue, try the next solution.
Solution 7: Stop and restart the print spooler Solution: Restart the print spooler.
To stop and restart the print spooler
1. On the Windows taskbar, click  Start, and then click  Control Panel.
2. Double-click  Administrative Tools , and then double-click  Services.
3. Scroll down the list and click  Print Spooler, and then click  Stop to stop the
service.
4. Click  Start to restart the serv ice, and then click  OK.
5. Restart the computer and try printing again after the computer has restarted.
Cause: The print spooler needed to be restarted.
If this did not solve the issue, try the next solution.
Solution 8: Verify whether the software application has a problem Solution: Verify whether the software application is the problem.
To verify the software application
1. Close the software application and reopen it.
2. Try to print again from the software application.
NOTE: The printer might not support printing from a DOS application.
Determine if the software application is Windows-based or DOS-based by
checking the system requirements of the application.
3. Try printing from Notepad to  see if the issue is the software application or the
driver.
To print from Notepad
a . On the Windows taskbar, click  Start, and then click  Programs or All
Programs .
b . Click  Accessories , and then click  Notepad.
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c. Type a few characters of text into Notepad.
d . Click  File, and then click  Print.
4. If printing is successful from Notepad but not the software application, contact the
manufacturer of that application for support.
Cause: The software application failed or could not interface with the print driver .
Product might not be  correctly installed
Try the following solutions to resolve the issue. Solutions are listed in order, with the most
likely solution first. If the first solution does not solve the problem, continue trying the
remaining solutions until the issue is resolved.
•
Solution 1: Reset the product
•
Solution 2: Check the power cord and USB cable
•
Solution 3: Restart the computer
•
Solution 4: Uninstall and reinstall the product
•
Solution 5: Uninstall and reinstall the HP Photosmart Software
Solution 1: Reset the product Solution: Turn off the product and reset it by disconnecting the power cord. Wait
60 seconds, and then plug in the power cord. Turn on the product.
Cause: The product had to be reset.
If this did not solve the issue, try the next solution.
Solution 2: Check the power cord and USB cable Solution: Make sure that the power cord and USB cable are properly attached and
plugged in. Also, make sure that the product is turned on.
To check the power supply
1. Make sure the power cord is firmly connected to both the product and the power
adaptor. Plug the power cord into a power outlet, surge protector, or power strip.
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1Power connection
2Power cord and adaptor
3Power outlet
2.Make sure the product is turned on.
3. If the product is not receiving electrical power, connect it to another power outlet.
4. Turn off the product and reset it by disconnecting the power cord.
5. Wait 5 seconds, and plug in the power cord.
6. Turn on the product.
7. Try to scan again.
To check the USB connection
1. Verify that the USB cable is securely plugged into the USB port on the back of
the product.
2. Make sure the other end of the USB cable is plugged into a USB port on your
computer.
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